Technical Support Engineer; APAC

At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community. By joining our team, you'll play a pivotal role in helping developers succeed and thrive in their work.

We're seeking experienced and empathetic Technical Support Engineers with hands‑on knowledge of the Laravel ecosystem, including tools like Forge
, Cloud
, Nightwatch
, Vapor
, Spark
, Envoyer
, and Nova
. While expertise in all these products isn't required, familiarity with at least one or two is highly valued.

• Resolve Issues Efficiently:
  Tackle customer challenges with speed and precision, delivering effective solutions that keep projects moving forward.
• Foster Positive Relationships:
  Communicate with warmth, professionalism, and a genuine desire to assist.
• Apply Technical Expertise:
  Dive deep into complex technical issues, leveraging knowledge to troubleshoot and guide customers to success.
• Empathize and Support:
  Truly listen to customers, understanding their unique needs and ensuring they feel valued and supported.

• Ticket Management:
  Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
• Customer Support:
  Provide empathetic and effective solutions to customer inquiries, aiming for first‑contact resolution while being prepared to handle complex or challenging cases.
• Bug Reporting and Feature Requests:
  Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
• Escalation Management:
  Recognize and elevate issues that require higher‑level intervention, ensuring seamless hand‑offs and quick resolutions.
• Team
  
  Collaboration:
  
  Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
• Knowledge Sharing:
  Contribute to and utilize our knowledge base and saved replies to ensure consistent and high‑quality support.
• Multichannel Support:
  While email is our primary channel, be adaptable to future support methods, including chat and phone support.

Success in this role is measured by:

• Maintaining a 96%+ customer satisfaction rating.
• Resolving 80% of tickets within the first response.
• Meeting 100% of SLA commitments, ensuring timely responses and resolutions in line with our service level agreements.

• At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products.
• Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.
• A customer‑first mindset with demonstrated patience, empathy, and a genuine desire to help.
• Experience in developer content or developer relations is a strong plus, showcasing your ability to effectively engage with a developer audience.
• Fluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base.

• Solid understanding of web application hosting and infrastructure.
• Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis.
• Comfortable working in a terminal environment to resolve customer issues directly on their servers.
• Familiarity with Ubuntu server management and debugging processes.
• Knowledge of PHP and the Laravel framework.
• Understanding of cloud computing concepts and providers; experience with AWS is a bonus.

All applications, including resumes and cover letters, must be submitted in English. Applications in other languages will not be considered.

• Fully remote and globally distributed working environment.
• Option to attend Laracon conferences around the world.
• Paid time off (Vacation, Sick & Public holidays).
• Family leave (Maternity, Paternity).
• Company equity.
• Welcome kit with custom Laravel swag.